50,000 Rupees and No Service: Comedian Vir Das Exposes Air India's Premium Class Failures; social media erupts with rage

Mumbai: Acclaimed comedian Vir Das publicly criticized Air India on Tuesday after what he described as a series of service failures during a flight to Delhi, despite paying Rs 50,000 per seat for premium tickets.

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Das took to social media platform X to voice his frustration over multiple issues, including broken equipment and inadequate assistance for his wife, who was traveling with a foot fracture. The incident has sparked renewed debate about service standards at the national carrier, which has been working to rebuild its reputation since its privatization.

"Dear Air India, please reclaim your wheelchair. I'm a lifetime loyalist. I believe you've got the nicest cabin crew in the sky, this post pains me to write," Das began his message, setting a tone of disappointment rather than anger.

According to Das, the problems began before they even boarded. Despite pre-booking wheelchair assistance for his wife, whose foot fracture was still healing, the service wasn't properly arranged. The situation deteriorated once they were on the aircraft, where Das reported finding "broken table, broken leg rests," and his wife's seat "stuck reclined, won't straighten fully."

Adding to their frustration, Das noted that they were told the flight was "newly refurbished," a claim that seemed at odds with their experience. The flight was also delayed by two hours, compounding their discomfort.

The most serious complaint, however, came after landing in Delhi. Das described being informed that they would need to deplane via a stepladder rather than a jet bridge, creating a significant accessibility challenge for his injured wife.

"I ask the air hostesses at the front of the plane to assist my wife while I carry four bags. Silence and a clueless look at each other," Das recounted. "We step off the plane to the top of the ladder. I ask an Air India male ground staff member to help us, looks at me, shrugs, and ignores me."

The comedian then detailed how his wife was forced to navigate the stepladder despite her injury, with seemingly little concern from airline staff. Once inside the terminal, Das claimed that despite having pre-booked wheelchair assistance through the Encalm meet-and-greet service, confusion reigned.

"We get to the terminal, Encalm people inform wheelchair staff that we had pre-booked a chair. He's clueless. There are wheelchairs everywhere. No staff because the flight is late," Das wrote.

Eventually, Das took matters into his own hands, grabbing an available wheelchair and personally transporting his wife through the terminal to baggage claim and then to the parking area. He closed his post with a pointed remark: "One of your wheelchairs is on the second floor of the parking in Delhi. Do claim it."

Air India responded to Das's viral post, stating they "understand and empathize" with his experience and were investigating the matter "on priority." Das's reply was succinct, reiterating only that they should "get their wheelchair."

The incident highlights ongoing challenges in customer service and accessibility at Indian airports, issues that have been repeatedly raised by travelers despite significant investments in airport infrastructure in recent years.

Aviation experts note that wheelchair assistance is a basic service that airlines worldwide are expected to provide efficiently, especially for premium passengers. The failure in this case is particularly notable given the celebrity status of the passenger and the premium pricing of the tickets.

Das, known for his sharp wit and international success including Emmy-nominated specials, has a substantial following both in India and globally. His public criticism could potentially impact Air India's ongoing efforts to reposition itself as a world-class carrier following its return to the Tata Group after years of government ownership.

The airline has been investing heavily in new aircraft and service improvements but incidents like this suggest that consistent service delivery remains a challenge, particularly when it comes to special assistance requirements.

For travelers with disabilities or temporary mobility issues, Das's experience serves as a reminder of the importance of not only booking assistance services but also having contingency plans in case those services fall short.

Air India has not provided further details about what actions they will take in response to Das's complaints beyond their initial acknowledgment of the issue.